TERRIBLE customer service. DECEPTIVE cancellation policy. Avoid.
February 06, 2021

TERRIBLE customer service. DECEPTIVE cancellation policy. Avoid.

Nathan Young | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Copper (formerly ProsperWorks)

Copper was selected as a replacement for Hubspot as our business grew. It seemed like it offered many of the features that Hubspot's paid tiers do at a fraction of the cost. The integration with G-Suite was the cherry on top. We integrated it across all customer-facing roles and were happy until it came time for us to cancel after a change in business ownership.
  • Seamlessly integrates with G-Suite
  • Good UI & strong feature set
  • Relatively flexible database
  • ABYSMAL customer service. Slow, rude, and not solutions oriented.
  • DECEPTIVE cancellation policy. Will charge you for 2 months after you cancel. IF you can navigate their intentionally difficult cancelation process.
  • BIZARRE user management backend that can make it impossible to recover accounts if you switch from G-Suite.
  • A tad overpriced and growing, but less expensive than big guys.
  • The more users you add, the less it makes sense.
  • AWFUL Cancellation policy.
Copper is cheaper than Hubspot if you have a lower amount of users and still need advanced features. However, the TERRIBLE customer service and DECEPTIVE cancellation policy should make you think twice before trying to save a few bucks.

Do you think Copper (formerly ProsperWorks) delivers good value for the price?

No

Are you happy with Copper (formerly ProsperWorks)'s feature set?

No

Did Copper (formerly ProsperWorks) live up to sales and marketing promises?

No

Did implementation of Copper (formerly ProsperWorks) go as expected?

No

Would you buy Copper (formerly ProsperWorks) again?

No

It's funny. In all other processes EXCEPT for cancellation, the UX & UI is straightforward and friendly, gives you an adequate notification, and works as expected. Wonder why a company would have the opposite design principles in place for their cancellation process. It's almost as if they are intentionally trying to prevent people to cancel their accounts successfully. Beware.
If I could rate it a zero I would. Rude, slow to respond, and unhelpful. They are more focused on trying to figure out what you did wrong than they are on trying to find a solution for you. Extraordinarily antagonistic. Worst customer service I've experienced with a software provider and I've used dozens in my day.
Copper was honestly a good CRM solution that provided a relatively advanced feature set packaged in an easy to use UI. I honestly would have recommended it to many people had I not had such a terrible experience when canceling and considered using it again in the future. But their TERRIBLE customer service and DECEPTIVE cancellation policy make me unable to recommend working with this company at any time for any reason. Consider Hubspot, Pipedrive, or Insightly instead.

Copper Feature Ratings

Customer data management / contact management
Not Rated
Workflow management
Not Rated
Territory management
Not Rated
Opportunity management
Not Rated
Integration with email client (e.g., Outlook or Gmail)
Not Rated
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
Not Rated
Channel / partner relationship management
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
Lead management
8
Email marketing
1
Task management
5
Billing and invoicing management
2
Reporting
5
Forecasting
2
Pipeline visualization
7
Customizable reports
6
Custom fields
8
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
Social data
2
Social engagement
2
Marketing automation
Not Rated
Compensation management
Not Rated
Mobile access
5